Client Care Coordinator

Home Instead, a leading provider of senior in-home care, is seeking a compassionate, professional, and service-oriented Client Care Coordinator to join our team in Erie, PA.

This is primarily an in-office, daytime hourly position that may be structured as either full-time or part-time (25 to 40 hours per week), depending on the candidate's availability and the needs of the organization. The position will primarily work Monday through Friday during daytime hours, with typically no evenings, weekends, or holidays. While the office serves as the primary work location, the position requires occasional local travel to clients' homes, community events, healthcare facilities, and other locations as needed to fulfill job responsibilities.

For more than 22 years, Cunningham Caring & Associates, Inc. d/b/a Home Instead has proudly served the Erie community by helping older adults remain safe, comfortable, and independent in their homes. We care deeply about our employees as much as our clients, and we are looking for someone who shares our mission of easing burdens, keeping promises, and preserving dignity.

Position Summary

The Client Care Coordinator serves as an advocate and primary point of contact for clients and their families while helping ensure the highest quality of care and service delivery. This role blends relationship-building, consultative sales, care coordination, quality assurance, and problem-solving.

The ideal candidate is compassionate, highly organized, an excellent communicator, and comfortable working in a fast-paced environment where every day provides an opportunity to positively impact the lives of seniors and their families. The ideal candidate must also be adaptable and comfortable working through ambiguity, recognizing that not every situation will have a clearly defined policy, procedure, or established process. This position requires the ability to use sound judgment, take initiative, and utilize available resources to effectively address situations as they arise.

Key Responsibilities

Client & Family Support

• Field new client inquiries by phone in a knowledgeable and compassionate manner
• Conduct service inquiries and care consultations with prospective clients and families
• Develop customized care plans based on client needs
• Maintain ongoing communication and follow-up with prospective and current clients and families
• Serve as a trusted advocate and primary point of contact for clients and responsible parties

Care Coordination & Quality Assurance

• Coordinate client care with office staff, schedulers, and Care Pros
• Conduct client/Care Pro introductions for new assignments
• Conduct regular quality assurance visits and maintain related documentation
• Monitor client satisfaction and evolving needs while identifying opportunities to enhance services
• Maintain accurate client and responsible party records

Communication & Problem Solving

• Address client and family concerns with empathy, professionalism, and urgency
• Collaborate effectively with clients, family members, Care Pros, referral providers, healthcare professionals, and office staff
• Demonstrate open and effective communication in all interactions
• Help resolve issues and ensure clients receive the support and services they need

Documentation & Compliance

• Maintain accurate client assessments, service plans, and documentation
• Adhere to all company policies, procedures, and compliance requirements

Qualifications

• Prior experience in healthcare, senior care, social work, client services, care coordination, or a related field strongly preferred
• Experience working directly with older adults and families is a plus
• College degree preferred, but not required
• Strong analytical, organizational, communication, and problem-solving skills
• Proficiency in Microsoft Office and general computer systems preferred
• Valid driver's license, reliable transportation, and auto insurance required
• Ability to always maintain confidentiality and professionalism

What We're Looking For

• Compassion and empathy for older adults and their families
• Strong relationship-building and customer service skills
• Ability to multitask and prioritize in a fast-paced environment
• Attention to detail and follow-through
• Comfortable navigating ambiguity when policies or processes are not clearly defined
• Team-oriented mindset
• Consultative sales ability and confidence discussing care services

Compensation

• Competitive salary based on experience ($17 to $19.25 an hour)

Benefits

• Comprehensive medical benefit package
• Supplemental benefits
• PTO and sick time
• 401(k)

Company Vehicle

• Company vehicle available for workday usage

Join Our Team

If you are passionate about helping others, building relationships, and making a meaningful impact in the lives of seniors and their families, we would love to hear from you.

Apply today and become part of a team dedicated to providing compassionate care and exceptional service throughout the Erie community.